1. CUSTOMER SATISFACTION

At Africa Trade Center, customer satisfaction is one of our highest priorities.

We carefully review all product-related and service-related complaints and aim to resolve customer issues as quickly and fairly as possible.

This Returns, Refunds and Exchange Policy applies to purchases made through Africa Trade Center and is subject to the mandatory consumer protection laws applicable in the customer’s country.

2. RIGHT TO RETURN OR CANCEL AN ORDER

Depending on the customer’s country of residence and the applicable consumer protection legislation, customers may have a statutory right to cancel or withdraw from a purchase within a specified period.

Where a statutory withdrawal or cancellation period applies, the customer must notify Africa Trade Center within the legally prescribed period.

The applicable cancellation or withdrawal period may vary depending on:

• The country of delivery;
• The type of product purchased;
• Whether the product has been used or opened;
• Applicable customs and import regulations;
• The applicable consumer protection legislation.

Where applicable law provides a mandatory withdrawal period, Africa Trade Center will respect such rights.

3. PRODUCTS THAT MAY NOT BE ELIGIBLE FOR RETURN

Certain products may not be eligible for return or withdrawal where permitted by applicable law.

These may include:

a) Products that are perishable or have a limited shelf life;

b) Products that have expired or are close to expiration;

c) Products manufactured or customized according to the customer’s specifications;

d) Products that cannot be returned for health, hygiene or safety reasons after their protective packaging, seal or packaging has been opened;

e) Products that have been mixed with other products after delivery and cannot reasonably be separated;

f) Products whose nature makes them unsuitable for return;

g) Products that have been used, damaged or altered after delivery;

h) Digital products or services that have been supplied electronically, where applicable;

i) Other products or services for which the right of withdrawal is legally excluded under the applicable legislation.

Where a product is subject to special return restrictions, the relevant information will be provided to the customer before or during the purchase process where required by law.

4. CONDITION OF PRODUCTS FOR RETURN

For products that are eligible for return, the product should, where reasonably possible, be returned:

• In its original packaging;
• Unused and undamaged;
• With all accessories and accompanying materials;
• With labels, seals and protective materials intact where applicable;
• In a condition suitable for resale.

Customers are responsible for taking reasonable care of products while they are in their possession.

If the value of a product has decreased due to damage, misuse or handling beyond what is reasonably necessary to inspect the product, Africa Trade Center may have the right to make an appropriate deduction from the refund where permitted by applicable law.

5. HOW TO REQUEST A RETURN

Before sending a product back to us, customers should contact Africa Trade Center and submit a return request.

The return request should include:

• Customer’s full name;
• Order number;
• Product name;
• Reason for return;
• Photographs or other supporting information where the product is damaged, defective or incorrectly delivered.

After reviewing the request, Africa Trade Center will provide the customer with the applicable return instructions and return address.

Customers should not send products to an address other than the return address provided by Africa Trade Center.

6. INTERNATIONAL RETURN SHIPPING

As our products may be shipped internationally, return shipping procedures may vary depending on the customer’s country.

Unless otherwise required by applicable law or agreed by Africa Trade Center:

• Return shipping costs for a change of mind may be the responsibility of the customer.
• If the product is defective, damaged during delivery or incorrectly supplied due to an error attributable to Africa Trade Center, the applicable return shipping costs will be handled in accordance with applicable law and the circumstances of the case.
• Customs duties, import charges and other international return costs may apply to products returned from another country.

Customers should contact Africa Trade Center before returning an international order in order to receive the correct return instructions.

Cash-on-delivery return shipments will not be accepted unless expressly agreed in advance.

7. DAMAGED OR INCORRECT PRODUCTS

Customers should inspect their order as soon as reasonably possible after delivery.

If the product is:

• Damaged;
• Defective;
• Different from the product ordered;
• Missing parts or accessories; or
• Incorrectly delivered,

the customer should contact Africa Trade Center as soon as possible.

We may request photographs, videos, packaging information, delivery documentation or other evidence in order to investigate the issue.

Where the problem is confirmed to be attributable to Africa Trade Center, the available remedy may include, depending on the circumstances and applicable law:

• Replacement of the product;
• Repair, where applicable;
• Refund;
• Partial refund; or
• Another legally applicable remedy.

8. REFUNDS

Once the returned product has been received and inspected, Africa Trade Center will determine whether the return meets the applicable return requirements.

Where a refund is approved, the refund will generally be made using the original payment method.

The processing time may depend on:

• The payment method;
• The customer’s bank;
• Payment service providers;
• International banking procedures; and
• Applicable legal requirements.

Africa Trade Center is not responsible for delays caused solely by banks, payment providers, customs authorities or other third parties outside our reasonable control.

9. EXCHANGES

Product exchanges may be available depending on the product, stock availability and the customer’s location.

If the requested replacement product is unavailable, Africa Trade Center may offer an alternative solution, refund or other remedy where required or permitted by applicable law.

Customers should contact us before sending a product back for exchange.

10. FOOD, HYGIENE AND PERSONAL CARE PRODUCTS

For health, hygiene and safety reasons, certain food, personal care, cosmetic, cleaning and similar products may not be eligible for return after their packaging or protective seal has been opened, where such restriction is permitted by applicable law.

Perishable products and products with a limited shelf life may also be excluded from return.

Any defective or incorrectly delivered product remains subject to the customer’s mandatory legal rights.

11. CUSTOMS AND INTERNATIONAL ORDERS

Because Africa Trade Center serves customers in different African countries, international orders may be subject to customs procedures, import restrictions, duties, taxes and local regulations.

Customers are responsible for providing accurate delivery information and complying with the import requirements applicable in their country.

In the event of a return, additional customs, transportation or international shipping costs may arise.

Africa Trade Center cannot guarantee that customs authorities in the destination country will accept or release a returned shipment.

Customers should contact us before returning an international shipment so that the appropriate return procedure can be provided.

12. DELIVERY INFORMATION

The shipping and delivery conditions may vary depending on:

• Product type;
• Product size and weight;
• Destination country;
• Shipping method;
• Availability of the product;
• Customs procedures;
• Local regulations; and
• Transportation conditions.

Estimated delivery times are provided during the ordering process where possible.

Delivery times may be extended due to customs clearance, transportation disruptions, force majeure events or circumstances outside the reasonable control of Africa Trade Center.

13. ORDER CANCELLATION BEFORE DISPATCH

If the customer wishes to cancel an order before it has been dispatched, the customer should contact Africa Trade Center as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel the order.

If the order has already been dispatched, the customer may need to follow the applicable return procedure.

14. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

• Providing correct delivery and contact information;
• Checking product information before placing an order;
• Taking reasonable care of products after delivery;
• Following the return instructions provided by Africa Trade Center;
• Providing accurate information regarding the reason for return;
• Complying with applicable customs and import requirements.

15. CONTACT US

For return, refund, exchange or delivery-related questions, please contact:

AFRICA TRADE CENTER

E-mail: [Customer Service E-mail]
Telephone: [Telephone Number]
Address: [Company Address]
Website: [Website Address]

Please include your order number in all return or refund requests.

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IMPORTANT NOTICE

This Returns, Refunds and Exchange Policy is a general policy for international e-commerce transactions.

Where the mandatory consumer protection laws of the customer’s country provide rights that are more favorable to the customer than those stated in this policy, those mandatory legal rights shall prevail.

Africa Trade Center reserves the right to update this policy from time to time to reflect changes in applicable legislation, business practices and international shipping procedures.

Effective Date: [Day / Month / Year]